Comparing Alternative Service Quality Scales: An Investigation Using Confirmatory Factor Analysis in a Health Care Setting
Küçük Resim Yok
Tarih
2017
Yazarlar
Dergi Başlığı
Dergi ISSN
Cilt Başlığı
Yayıncı
Routledge
Erişim Hakkı
info:eu-repo/semantics/closedAccess
Özet
Despite the availability of several domain-specific instruments and its obvious drawbacks, it is interesting that the SERVQUAL scale is still used in health care settings. For this reason, the main aim of this study was to compare two different service quality scales in a health care setting. We compared the fit of the SERVQUAL model with a domain-specific model through confirmatory factor analysis using AMOS. The results showed that the domain-specific scale was superior to SERVQUAL within the context of a health care environment. We believe that using/modifying a generalized scale is not a good approach when we have domain-specific alternatives available. © 2017 Taylor & Francis Group, LLC.
Açıklama
Anahtar Kelimeler
Confirmatory factor analysis, domain specific instrument, health care, SERVQUAL
Kaynak
Services Marketing Quarterly
WoS Q Değeri
Scopus Q Değeri
Q2
Cilt
38
Sayı
1
